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Customer Care Team Leader ANZ

2 weeks ago

Smithfield, South Australia RS Group Full time $104,000 - $130,878 per year

The CS Team Leader will oversee the Premier/Corporate Customer Services team, ensuring high-quality service delivery for our customers in Australia and New Zealand. This role involves managing daily operations, fostering team development, and driving continuous improvement in customer service standards.

What you will be doing:

Leadership & Management

  • Provide guidance and oversight for the Premier/Corporate Customer Services team.
  • Manage day-to-day operations to maintain a 24-hour SLA on all inquiries.
  • Handle escalated issues and ensure satisfactory resolutions within agreed timeframes.
  • Act as interim manager of the customer care team in the absence of the Customer Care Manager.

Team Development

  • Develop team members through training, coaching, and performance reviews.
  • Foster a positive team environment that encourages motivation and collaboration.
  • Ensure cross-training within the team to meet diverse customer expectations.

Driving Customer Service Excellence

  • Ensure accurate processing of customer quotations, orders, and confirmations within a 24-hour SLA.
  • Actively promote continuous improvement in customer service practices.
  • Meet and exceed sales targets aligned with the ANZ Sales Plan

Performance Monitoring

  • Oversee call management systems, including call queues and response times.
  • Monitor and report on key performance indicators (KPIs) and customer satisfaction metrics, including NPS.
  • Provide regular updates to the ANZ Management team on sales performance and KPI achievement.

Strategic Contributions

  • Participate in management meetings to contribute to strategic initiatives.
  • Evaluate and enhance sales processes for the Premier/Corporate customer segment.
  • Ensure customer data integrity and confidentiality are maintained.

How I make a difference in this role

You will ensure that customer enquiries are serviced through all channels, with the goal of ensuring that customer needs, and any opportunities are taken care of with a high level of service with emphasis on Premier accounts, also assisting to meet sales targets.

Requirements:

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation.
  • Experience in delivering client-focused solutions based on customer needs specific to their type of business and internal processes.
  • Proven ability to analyse information quickly and to problem solve and think strategically, position and formulate appropriate recommendations.
  • Ability to seek ways to continuously improve external and internal customer satisfaction with product or service quality and on‐time delivery.
  • Proficient in the use of SAP, Microsoft Office Suite and Genesys system.
  • Ability to work as part of a group of people, working toward solutions which generally benefit all involved parties.
  • Previous experience in Customer Service Centre business is vital.

Desirable Skills & Experience

  • An informal yet committed and pragmatic approach.
  • Driven and ambitious, but with an ability to execute short- and long-term approaches to achieving these goals.
  • Charismatic and high levels of enthusiasm and energy.
  • High level of commercial acumen
  • Strong technical/financial aptitude, analytical, problem solving, decision-making, time management and interpersonal skills.
  • Ability to empathise with and learn from the technical expertise and commercial experience from peers and colleagues at all levels.
  • Positive outlook to the future for opportunity and constantly challenges the status quo.
  • Experienced in managing through change and not afraid to make unpopular decisions.
  • Personable, but with an edge; enthusiastic, team-oriented and able to lead by example.
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